Voicemail

Voicemail

Service Description

With every VoIP phone line, a personal voicemail is included. Setup of the voicemail box is required, which includes a personal name recording and greeting. Callers will hear the voicemail greeting when a call is not answered, or, if the phone line is in use.

Please specify with the service request if a voicemail box is not needed.

Unified Messaging:

Unified Messaging (UM), or Voicemail to Email, allows a voicemail message to be delivered to a UNC email account as a .wav file. Messages can be listened to over the computer’s speakers (with or without headphones) or on a wireless phone with access to the UNC email account. Voicemail messages can be forwarded, deleted or saved like any other email message.

UM subscribers no longer receive a visual message waiting indicator on their phone.

UM subscribers will no longer have the ability to listen to voicemail messages on the phone.

UM subscribers are able to manage voicemail messages through the email inbox only and not through the telephone user interface.

UM subscribers are subject to the public records retention policy that applies to all email messages.

Automated Attendant:

A voicemail automated attendant is sometimes referred to as a phone tree or phone menu. It allows callers to hear options that will redirect their call when the proper selection is made. Example: “press 1 for appointments and press 2 for directions, etc”.

Users/Customers

Service Provisioning

Customers must provide a valid UNC chartfieldstring account in order to submit the service request, as one-time and recurring charges could apply. If you have trouble submitting the request, it is likely due to the fact that you do not have permissions, or purchasing authority, within ConnectCarolina against the chartfieldstring account you are attempting to use. This issue will need to be resolved with your department business officer.

All requests should include a detailed description of the service or services being requested.

SLA Response Times

KPIs

Delivery of the service within 1-2 business days for requests of 1-10 mailboxes, and negotiated for requests for 10+ mailboxes.

Delivery of the service for automated attended must be negotiated during design phase.

Voicemail server up-time should be 95% guaranteed, however, at this time there is not a means to measure the availability.

In addition, this feature requires an integration with the campus email service, all components of the feature are not within the realm or responsibility of ITS Communication Technologies.

Service Metrics / Service Goal metrics

Service Delivery 1-2 Business Days (1-10 mailboxes)

10+ mailboxes will need to be negotiated with a Network Analyst.

Automated Attendant: Must be negotiated during design.

Maintenance Schedule

All maintenance impacting Voicemail to Email will be announced a minimum of 14 days in advance, according to established change management procedures.

Hours Of Operation

ITS Voice Services Business Hours are 7:30AM-4:30PM, Monday through Friday. Customers can continue to submit online Web Requisitions during off hours at http://telreq.unc.edu/telreq/ and they will be acknowledged the next business day. ITS Voice Services is closed during official University closings and holidays. You can also contact the ITS Service Desk to submit a request.

User/Customer Responsibilities

Customers must provide a valid UNC chartfieldstring account in order to submit the service request, as one-time and recurring charges could apply. If you have trouble submitting the request, it is likely due to the fact that you do not have permissions, or purchasing authority, within ConnectCarolina against the chartfieldstring account you are attempting to use. This issue will need to be resolved with your department business officer.

All requests should include a detailed description of the service or services being requested.